Case Studies | Engaging Leaders

Building A High Performance Team

Through targeted interventions focused on transformation, we help your organization make engagement a year-over-year focus, not a one-time human resources initiative. A highly engaged workforce means the difference between a company that flourishes and one that fails.

Consolidating insight as the foundation for strategic vision

At first, we worked on a number of research and consulting projects for separate business units across the organisation.

These included problems with moving to paperless transactional receipts, as paper provides reassurance and serves as legally supporting documentation in this industry. Or, the difficulty some vendors faced when trying to move heavy cargo fast to meet their client’s deadlines and expectations on the other side of the globe.

This resulted in more joined-up research which mapped and explored the wider CX our client was delivering. Over the course of this research, we worked collaboratively with client teams across three global markets and a number of subsidiary locations. Our team worked alongside our client to upskill their own in-house marketing and fieldwork team.

Mapping end-to-end customer experience

We plotted the end-to-end experience for customers across different organisational touchpoints onto journey maps. This helped us to spot gaps in our understanding for important customer pain points, as well as identifying opportunities for improvement. It also let us create a set of metrics to measure success as we improved the experience.

This gave us a really good overview of what we needed to know, what we needed to fix and how we should prioritise design resources for maximum effect.

Better customer outcomes through design

Our work promoted confidence in modern UX methods and a long-term plan for design and service improvements across the business. It established a more unified way of working and a widely understood way to measure the impact that design changes had on resolving customer pain points.